I've had Verizon since August of 2008 and I've never had any issues. Two phones on the plan, and the bill usually runs between $120-$200 per month because I didn't have any sort of data plan and I frequently check my email or look up directions when I don't have a computer handy. But last month, I (admittedly, like a dope) downloaded 4 5 minute videos, the Google Maps application, spent about 10 minutes one day checking MovieFone and accrued data charges of $2,362. Needless to say, I couldn't believe it and had absolutely no idea my browsing and downloads would run that high. I spoke to customer service and they took %20 off leaving the total bill around $2,100 and added me to an unlimited data plan. I know ignorance is no excuse for breaking the law, as it's said, but obviously, had I known I was racking up this much, I would have just waited until I had a computer instead of using my phone. But now that I'm on a data plan, is there anyway fr VZW to make it retroactive and cover some of the cost? It just seems unfair that from now on, I'm covered at $30 a month to do whatever I want with my internet access, so Verizon has the choice to do whatever they want with my bill, and they can only give me that 20% break (for which I'm still pretty greatful). Any ideas on how to get the bill to come down a little more?
Keep calling. If that doesn't work, call again. Did I mention you should keep calling? Escalate it as high as you can. Lower level customer service reps may not have the ability to take off more than a certain percentage. But there is always SOMEONE who can do SOMETHING. Keep calling and keep fighting it. No one should have to pay multiple thousands of dollars for some domestic data usage. Keep us up to date on how it goes and good luck to you!
Excellent advice and I think you're right. I called back today and spoke to a regular customer service rep for a few minutes then asked to speak to a manager. The manager ended up giving me another 10% off, so they've taken ff about 700 bucks, which is awesome, but I think we could probably do better. Should I just call every day and take it higher every time I speak with someone? I figure the more I threaten to terminate my contract, the more people I bug and the more I promise to tell everyone I know to never use Verizon, I might be able to work it out.
$700 is a good start but you can do a lot better. Keep in mind that a $30 data plan would have prevented the extra charges. I would not find it acceptable to pay more than $100 in overages... and that's 3X the normal cost.
What kind of phone do you have, and did you buy it directly from Verizon? I thought all new internet-capable phones were forced by Verizon to have data plans (I guess in part to avoid these kind of "suprises"). You might even use that in your defense. I'm sure Verizon is used to hearing people complaing about having to pay the $30 extra for the mandatory data plan, it might be interesting to hear their response to someone asking "Why wasn't the mandatory data plan forced on me?"
Frankly I used to hate callers like you. You admitted you went over your usage and now want to find a way to weasel out of legitimate charges. Just man up and pay the bill that you legitimately accrued. Oh, and I HATE VZW at this point but will feel this way towards your situation. PAY YOUR BILL. You accrued it so own up to it.
Wow. You can get your point across and say how you feel without being a [[insert explative of your choice in here]].
Thanks, Simon And thanks everyone for the advice! I ended up emailing customer service, the president of my region and the CEO of the company. I politely informed them of the situation, let them know I felt extremely slighted and that I was willing to pay $500 for my bill (truthfully, I would have paid $1,000 but I thought that 500 was a good starting point). Threw in that if nothing could be done, I'd have to cancel my contract (cause there's no way I could keep up with the monthly bill AND nearly 2 additional grand) and I'd try to convince my family to cancel with Verizon as well. In less than 24 hours, I received an email and they were suddenly able to make my new unlimited data plan retroactive, dropping the bill to less than $300. I nearly cried I was so happy. I will sing the praises of VZW for years to come (and will from now on enjoy unlimited data service). Thanks again, folks!
Cingular did something similar for me years ago. I had a lot of heavy usage, and by the time I realized it, I had already gone way over my minutes available. I called customer service to just bump up to the next rateplan, but when I mentioned that I was just going to turn the phone off for the remainder of the billing period (about 2 weeks at the time) the CSR offered to make the change retroactive to cover my overage. I didn't ask for this, and was willing to pay the overage, but it was really nice when they offered to do that for me, and I've never forgotten this either. I've been a loyal customer ever since.
I highly recommend signing up for My Verizon (if you have not already done so). If you change carriers, use their OLAM (OnLine Account Management) service. If you use Firefox as your web browser, you can download a safe and very useful tool called the Verizon Minutes Used Firefox Extension. Though it does not list data usage, if you click in the extension field, it will take you to your Verizon account where you can see what you've used, minutes, texts, data (if applicable). It conveniently locates itself in the lower right corner of the Firefox browser. Keep an eye on your account. This will help you spot possible issues before they become $2600 problems.
I think that even though the bill was legit, thier billing practices are not fair. It is good that you were able to get the issue resloved. Your experience is one of the reasons I use prepaid.
Dude thats awesome im glade it worked out for u ! good to hear stories that work in favor of the customer !
